How Does Salesforce Do It? Driving Collaboration in the Online Success Community

Matt Brown

Advocacy Program Manager

From Salesforce Customer to User

Group attendee to MVP inaugural class

to now manager in charge of the User

Group and MVP Programs

Salesforce Success Community

• Our online community to date 920,000+ customers and partners

• What’s the purpose?

• Connect faster

• Find answers

• Contribute ideas

• Collaborate & discuss

• Help & Training

• Over 500 collaboration groups - 160 of those User Groups

• Take advantage of the wealth of networking opportunities and

knowledge (if you’re not already)

How We Met: SFDC User Group Program & ReadyTalk

A natural fit

• ReadyTalk provides their webinar platform to 160

Global User Groups

• MVPs host Office Hours calls with the Community

• Our Vision is to provide three major benefits to User

Groups with this partnership…

How We Use the

Technology…

Three major benefits:

1. Extend User Group events to remote members

2. Record event presentations to provide to the

community

3. Provide fully virtual meeting options for larger

regional and industry groups

How User Groups Take Advantage of the Technology

• Example Use Cases

Ashima Saigal, Michigan Non-profit UG leader, uses ReadyTalk

to conduct UG meetings, connecting with those who join

remotely

Chicago UG leader, Denise Carbone, is using ReadyTalk to

meet, discuss upcoming events and plan for future meetings

with her co-leaders.

Trish Perkins, Greensboro UG leader with Cloud 4 Good, uses

the platform every day to attend staff meetings, discuss

Salesforce design, config and 3rd party integrations with clients,

collaborate with colleagues, do training with clients and on-

boarding with co workers.

What Else Can I Use it For?

• What are some other use cases you see in the

Community for a Webinar application such as

ReadyTalks? – Ask Eric

• Are there other ways that the User Group Program can

leverage ReadyTalk? – Ask Deepa

• Why did the MVPs see the value of a Webinar

application over a standard conference call application?

– Ask Joshua

Deepa Patel

Halak Consulting, LLC

Salesforce.com MVP

Silicon Valley User Group Co-Leader

Business Case: Training & Certification

Who: Community members of Salesforce Certification Study Group

What: An online study environment

Why: To collaborate with each other while they preparing for

certification exams.

How We Train

• Provide and discuss homework for upcoming sessions

• Review and learn from work done by everyone

How Has ReadyTalk Helped?

• Schedule Bi-Weekly calls

• Screen Share and Video

collaboration

• Record sessions for review

Results!

• Passed Certification Exam

• Future Plans – Add more sessions

Thank You!

415.233.4240

www.halakconsulting.com

How Salesforce User

Groups are Expanding

Their Reach with

Collaborative Online

Meetings

Eric Dreshfield

• Assoc. Mgr., North America Medical Sales

Reporting and Analysis

• Southern Indiana Salesforce User Group Leader

• [email protected]

• Twitter: @ericdresh

Reasons Why People Can’t Attend

User Group meetings

Business Case: Collaborative Meetings

• The location isn’t convenient

• The date/time is doesn’t work

• Traffic is horrible

• Out of town on business, but I’d still like to participate

• I’m sick (or my kids are) so I’ll keep my distance, but I

don’t want to miss out on important info

Broadcast the session - remote members can participate from

their homes, offices, airports…

AND

Record the session - members can watch (or review) it at their

convenience

We found a Solution

How We Collaborate

Dreamforce Presentations

Regional User Group Event Planning

Remotely or In Person, we can:

• Share stories of success

• Generate ideas

• Create a cohesive presentation

• Plan for future Salesforce events

How has ReadyTalk Helped?

Ultimately, we can engage with peers,

regardless of location

Joshua HoskinsSolution Architect & Community Advocate for SUCCESS!

• Launched MVP Office Hours

• San Francisco Developer User Group Co-Lead 2013

• Re-Launched Singapore User Group 2012

• Contributed Salesforce Expertise to several Non-Profits Orgs

• Orlando Salesforce User Group Leader 2009-2012

• Produced “Dreamforce To You!” 3 Years in a Row

#LIVE Answers by the

Community

Bi-Weekly!1st Half Hour: #SalesforceCRM2nd Half Hour: #ForceDotCom

MVP Office Hours – Your chance to collaborate with MVPs - LIVE!

How do you participate?

1. Go to http://OfficeHours.info/

2. Join the Chatter Group

3. Click “Register Now” Link

4. Attend & Ask your Question!

Business Case: Webinars & Thought Leadership

http://OfficeHours.info/

• No Waiting - Dialogue in Real Time

• Multiple Point of Views

• Recorded Sessions

• Meeting Conflict

• Podcast Subscription

• Survey Feature

How has ReadyTalk Helped?

Recap of Use Cases (plus some more):

• Training & Certification

• Collaboration

• Webinars for Thought Leadership

• Record, Record, Record (a common theme)

• Track recording metrics (who viewed, how long, how many times…)

• Use metrics to optimize the next event

• Edit & reuse in the community

• Share, Share, Share

• Social sharing capabilities, right within the platform

• Take full advantage of that recorded content, spread the knowledge

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ReadyTalk for Salesforce

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The ReadyTalk API

The Problem The Solution

• Web conferencing platforms and other applications can’t automatically “talk” to one another

• Getting data from one manual platform to another is often involves tedious, manual tasks:

• Reduces efficiency• Compromises data accuracy• Delays sales follow-up

• The API is all about INTEGRATION• The API enables ReadyTalk to

programmatically share data with other applications such as:

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Schedule a new ReadyTalk Meeting

Available Points of Integration

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Schedule a new ReadyTalk Meeting Retrieve a list of meetings and the details specific

ReadyTalk account


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ReadyTalk account Create a registration for an individual for a specific

meeting


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meeting Retrieve registration, attendance, polling and post-

event data


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event data Retrieve a list of recordings available on a specific

ReadyTalk account


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event data Retrieve a list of recordings available on a specific

ReadyTalk account Retrieve registration and playback duration data for

a specific recording


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What is ReadyTalk for Salesforce?

A full-featured and reliable conferencing platform that integrates seamlessly with

Salesforce

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Seamless Integration with Salesforce

• Streamline Webinar Processes• Conduct Efficient Sales Demos

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Pain Points for the Marketing User

• ‘Excel Hell’ for compiling pre and post-webinar results

• Too much delay with post-event follow-up• Tracking prospect activity within

salesforce.comMarketing User

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Seamless Integration with Salesforce

• Streamline Webinar Processes• Conduct Efficient Sales Demos

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Pain Points for the Sales User

• Lack of visibility into my prospect’s activity• Limited window of time for a product demo• Time-consuming, manual processes for

entering data into salesforce.com

Sales User

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The Solution: ReadyTalk for Salesforce

Interactivity Data

Registration Data

Attendance Data

CRM

Webinar Platform

Automation

No more tedious spreadsheets! Instant visibility Rapid follow-up No need to leave salesforce.com

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ReadyTalk for Salesforce and Beyond

What’s Already Included? What can be tweaked?

Automatic data sync at the campaign, lead and contact level

View webinar data on the opportunity record

Multiple views of webinar history at the lead or contact level

Notifications to account owners based on webinar activity

Further lead qualification through the use of polling and post-event survey data

Customized Dashboard Metrics